Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Purchase: July 3, 2024
  Vehicle:** 2019 Cadillac Escalade ESV
  Warranty Provided: 3-month/3,000-mile general warranty (not sold "As-Is")
  Additional Program: Allen Advantage, including a 100-hour/200-mile exchange policy
  
  Initial Issues Reported
  Date of First Report: July 6, 2024 (three days after purchase)
  Major Concerns
  1. **Suspension Issues:** Excessive vibration over bumps; potential malfunctioning struts or shock absorbers.
  2. **Steering and Alignment Problems:** Steering wheel shakes above 65 MPH; vehicle veers to the right.
  3. **Low-Speed Popping Noise
  4. Transmission Concerns
  5. Brake Issues
  6. Tire Condition
  7. Rough Idle and Lifter Tick
  8. Shaking at High Speeds
  9. Cadillac Logo Light
  
  Attempts to Resolve
  Communication Efforts:
  - Sent multiple detailed emails to ***** ********** (Sales Manager) and ******* ******* at the dealership starting July 6, 2024.
  - My wife and I made numerous phone calls (at least eight) and left messages over several weeks without timely responses.
  - Dealership's Response:
  - Delayed and often non-responsive.
  - Initially dismissed some issues as "normal" operation.
  - Denied the existence or applicability of the ***** ********* program during phone conversations.
  - Claimed the vehicle was sold "As-Is," contrary to the warranty provided.
  Loaner Vehicle:
  - Promised a loaner vehicle but was initially denied.
  - Eventually provided after persistent requests.
  Vehicle in Dealership's Possession:
  Duration:** Over 30 days (from August 23, 2024, to October 19, 2024)
  Status:
  Issues remain unresolved despite the dealership having the vehicle for an extended period.
  
  Unresolved Issues:
  - Shaking at highway speeds persists.
  - Lifter tick and rough idle continue.
  - Transmission shifts are still clunky.
  Actions Taken by Dealership:
  - Installed new tires without notifying me. (And wants to split the cost rather than pay for them)
  - No significant repairs to address the core mechanical issues.

  

  Business Response

  Date: 12/17/2024

  These claims and issues are with Cadilac and General Motors. They are misdirected claims, and the information has been passed on to our attorneys. 

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  started on 11-3-2022..we took it in for irratic/rough idle, and asked for oil change and new tires...they quoted us new tires with alignment and road Hazzard warranty...they charged us $300 for a fuel induction service that they guaranteed will fix the issue...it did not fix it at all...when we picked it up it still had irratic/rough idle, severe raddle/clunking noise from inside the engine. We took it back the next day and they found a pushrod got bent and replaced it under warranty with all the lifters in driver side of engine only. They can't figure out irratic idle and won't give us our money back. Then found out they didn't do alignment and they don't offer road Hazzard for new tires which we were promised...they did align the truck and had to rebalance the tires cause all 4 were out of balance from initial install by them. When we got truck back it had lifter chatter really bad(sounded like a diesel an catalytic converter was glowing red) by the time we got home only 10 minute drive home. Sent dealer the video and they said bring it back, after several 4 more visits they finally said the oil pump was bad and replaced it but chatter was still there... GM corporate told them to replace all lifters they just did and after they did it fixed the raddle and no noise....but still irratic idle not fixed...but during next visit on 2-16-2023 we picked up truck after they fixed both front rims after damaging them while balancing we found they damaged the rear rim and dented the driver side door. They also had to rebalance all 4 tires during this appt. and all 4 were out of balance still...three visits to get them to balance tires right. But now they won't answer our calls about fixing rear rim they damaged, dent in driver door, $300 charge to fix irratic idle but not fixed, and severe swirl marks in paint from buffing they did. We want full comp. and reimbursement for all 6 visits. We want $3000 back all expenses paid there and never return. Since they lie about services

  

  Business Response

  Date: 03/31/2023

  The consumer did purchase a used vehicle from the business and the business did fix the lifters on it.  Unfortunately, there was a reoccurrence of the issue. The business corrected the problem.  The business also damaged the wheels while repairing the vehicle.  The damage was also fixed by the business.

  The business has not been able to isolate any problem with erratic idling.  With the consumer's permission, a technician even drove the vehicle home to see if he could recreate the problem.  The business disagrees that 1700 miles were put on the vehicle during the technician's trip. 

  The vehicle is still under warranty.  The business encourages the consumer to seek out another dealership to get a second opinion on the idling problem.  The business will be happy to address the issue once the cause can be identified.

   

  Customer Answer

  Date: 03/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the main issue is that they damaged another rim while balancing after fixing the other 2 rims they damaged and they put a small dent in driver side front door and won't talk to us or respond about them fixing the damage they created on our vehicle. We want the rim fixed and also the dent fixed on Dr. frt. door.
  
  
  
  Sincerely,
  
  
  
  ***** ********